Consumer Information Representative

JobAps; Newington (CT); On-site; USD 42,000 - 64,000; Full time

Job summary

The State of Connecticut Department of Transportation (CTDOT) seeks a Consumer Information Representative for its Customer Care Center. This role handles 10,000+ inquiries annually by phone, email, and written submissions, logging concerns and ensuring timely, clear responses.

The incumbent will investigate inquiries, perform research, provide technical assistance, and maintain records with a focus on excellent customer service. Located at DOT Headquarters in Newington, full-time, Monday–Friday.

Qualifications

• Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.
• Current State of Connecticut employee with at least six months of full-time service, per job opening.
• Substitution options include college training for experience, or advanced degrees for additional years.
• Master's degree may substitute for one additional year of General Experience.
• CT Careers Trainee program may substitute for General Experience.

Responsibilities

• Receives consumer complaints and/or inquiries by phone, in writing and in person.
• Independently investigates complaints or conducts research to determine proper action.
• Provides technical assistance and responds to consumer inquiries.
• Contacts individuals/companies to notify them of complaints and request information.
• Reviews statutes/regulations to determine violations or actions.
• Provides pertinent information and advises on courses of action.
• Keeps records and writes reports.
• May negotiate or mediate between parties.
• May prepare reports for hearings and draft cease and desist orders.
• Performs related duties as required.
• WORKER’S COMPENSATION COMMISSION: coordinates education for workers and employers on rights/duties; supports training programs.

Skills

Regulatory knowledge

Interpersonal skills

Communication skills

Investigations

Referrals

Data gathering

Laws interpretation

Computer software

Education

Bachelor's degree

Tools

Microsoft Office

Outlook

Word

Excel

PowerPoint

Teams

Job description

Introduction

Join our team!

The State of Connecticut, Department of Transportation (DOT), is now accepting applications from current state employees for a Consumer Information Representative position in our Customer Care Center within the Office of the Commissioner. The Customer Care Center serves as the first point of contact for the public and helps direct inquiries into the CTDOT and responds to calls, emails, and online submissions. The selected candidate will also conduct research and gather data to support responses that are received by the Customer Care Center.

POSITION HIGHLIGHTS

• Schedule: Full-Time (40 Hour), First Shift, Monday - Friday


• Location: DOT Headquarters, Newington, CT

WHAT WE CAN OFFER YOU

• Visit our State Employee Benefits Overview page!


• Professional growth and development opportunities


• A healthy work/life balance to all employees


• Join an award-winning agency! CTDOT has been recently awarded the Employer of the Year award by the Connecticut Society of Civil Engineers (CSCE) and named the Women’s Transportation Seminar (WTS) CT Employer of the Year for 2024!

THE ROLE

The Consumer Information Representative receives questions and/or complaints by phone or in writing and independently investigates and researches a response to the inquiry. The CTDOT Customer Care Center receives 10,000+ inquiries annually and the Consumer Information Representative ensures concerns are logged and responses are timely, consistent, and easy to understand. The Consumer Information Representative is a team player who displays initiative and patience, has experience dealing with potentially frustrated callers, and understands the importance of good customer service.

ABOUT US

As one of Connecticut’s largest State agencies, DOT employs approximately 3,300 individuals statewide in five bureaus. It is the DOT's mission to improve quality of life through transportation. We have a significant transportation infrastructure system that is essential to maintaining mobility for Connecticut residents and businesses and supporting economic and community development while preserving environmental and cultural resources. The Department of Transportation is committed to cultivating a diverse staff that is representative of the communities we serve. Applications from individuals having diverse backgrounds and life experiences are strongly encouraged. Learn more about our mission, vision, and values by clicking here! START WITH US. STAY WITH US. GROW WITH US.

PURPOSE OF JOB CLASS (NATURE OF WORK)

In a state agency this class is accountable for independently performing a full range of tasks in investigating, negotiating, mediating or researching consumer complaints or responding to consumer requests for technical assistance.

EXAMPLES OF DUTIES

• Receives consumer complaints and/or inquiries by phone, in writing and in person;


• Independently investigates complaints or conducts research in response to inquiry, determines proper course of action or referral;


• Provides technical assistance and responds to technical consumer inquiries;


• Contacts individuals and companies by phone or in writing to notify them of complaint and request information relating to consumer's/claimant's problem;


• Reviews applicable statutes, regulations and previous decisions of agency to determine whether violations may have occurred or to determine appropriate action to be taken;


• Provides consumer with all pertinent information and advises consumer about available courses of action or informs utility company, landlord or business of corrective action to be taken;


• Keeps records and writes reports;


• May negotiate or mediate between parties;


• May prepare reports for and participate in hearings;


• May draft cease and desist orders;


• Performs related duties as required.


• WORKER’S COMPENSATION COMMISSION: Serves as liaison in the coordination of educating workers, employers, and other interested parties concerning rights and duties under the law and creation of safety measures to reduce or eliminate occupational injuries and disease;


• Coordinates other resource individuals to provide education programs to train workers' compensation representatives of local union and community organizations;


• May assist in providing training programs;


• Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

• Knowledge of functions of regulatory agencies and other sources of consumer assistance;


• interpersonal skills;


• oral and written communication skills;


• conducting investigations or research skills;


• make appropriate referrals;


• gather information from consumers and assistance resources;


• interpret and apply laws and regulations relating to consumer complaints or technical inquiries;


• utilize computer software.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

• Five (5) years of experience in technical public contact capacity in a governmental regulatory agency or a large business organization.


• Must be a current State of Connecticut employee who has worked for the state for at least six (6) months of full-time service or full-time equivalent service, absent any applicable collective bargaining language, and meet the Minimum Qualifications as listed on the job opening.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

• College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.


• A Master's degree in a closely related field may be substituted for one (1) additional year of the General Experience.


• Successful completion of a Connecticut Careers Trainee program approved by the Department of Administrative Services may be substituted for the General Experience.

PREFERRED QUALIFICATIONS

• Experience with the functions and responsibilities of multiple state agencies.


• Experience with Microsoft Office programs (Outlook, Word, Excel, PowerPoint, Teams).


• Experience working with confidential and time sensitive information.


• Experience working in a high pace environment with timelines and ability to multitask.


• Experience providing customer service via phone, email, and online submissions.

Conclusion

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER.

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.